Santa Fe Community College
TERM IT Service Desk Technician
Santa Fe Community College, Santa Fe, New Mexico, us, 87503
Compensation:$18.87 - $23.58Compensation Type:HourlyEmployment Type:Fixed Term (Fixed Term)Scheduled Weekly Hours:40Grade:NE09Department:IT Support
Position SummaryPerforms specialized duties with the assistance of information technology end users. Must be committed to serving a diverse college community. Actively participates in and contributes to continuous quality improvement. This is a TERM (Fixed-Term) position, therefore continuous employment is contingent upon project completion, position funding, and/or position need.Duties & ResponsibilitiesProvide first contact technical support to the SFCC Community over the phone, via email, in person, or utilizing remote tools.Provide first contact support for services, software, and technologies identified in the OIT Service Catalog.Document, track and monitor customers' requests in the OIT ticketing system. Provide follow up to customers' requests to ensure proper response and satisfactory resolution.Coordinate with other OIT team members and departments to resolve customer problems.Troubleshoot and resolve problems to satisfy tickets, work orders, and incidents. Complete necessary research and on the job training to resolve tickets, work orders, and incidents in a timely and efficient manner.Perform diagnostic tests and troubleshooting to identify customer issues.Assist in the development of technical documentation and knowledge base articles effective in quickly addressing customers' requests.Educate customers on procedures for resolving or preventing recurrence of technical problems.Discuss technical issues with customers in non-technical and comprehensible terms, while maintaining a customer service focus.Assists in the creation and implementation of new technology related processes.Ability to evaluate and implement new and replacement technologies.Attend educational programs, workshops, and seminars to learn new developments in the IT industry.Operate, support, and work with equipment, such as smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices.Support and maintenance of audio-visual equipment.Completes OIT related support for large events, such as conferences, graduations, and departmental meetings.Interact with printer vendors for maintenance and supplies.Provide account support for students, staff, and faculty including Active Directory, Banner, Workday, and other systems.Repair or replace non-functional Service Desk hardware.Perform new initiatives, change management, and project duties as assigned.Perform other duties as assigned.Work Hours
8 am to 5 pm Monday - Friday. Weekend and evening work may be required occasionally.Physical Demands
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Approximate percentages of other activities:Standing 40%Walking 20%Sitting 40%Instructions to Applicants:
Please add the following documents to your application in the "Resume Drop Box" section of your application:
ResumeCover LetterUnofficial Transcripts (Official transcripts will be required upon hire.)Best Consideration Date:
[09/24/202]
Minimum Qualifications:
Minimum Qualifications:
High School Diploma or equivalentFour (4) years experience in help desk, customer service, desktop, or applications support, with troubleshooting hardware and peripherals, with basic computer hardware support, basic computer software concepts, Microsoft Office, and Microsoft Windows operating system.Equivalent related experience may be substituted for education on a year-for-year basis.OR
Associate Degree from an accredited institution.One (1) year experience in help desk, customer service, desktop, or applications support, with troubleshooting hardware and peripherals, with basic computer hardware support, basic computer software concepts, Microsoft Office, and Microsoft Windows operating system.Equivalent related experience may be substituted for education on a year-for-year basis.Preferred Qualifications:
MCDST and CompTIA A+ certification.Experience with the installation, configuration and troubleshooting of Windows operating system and other office productivity applications including Microsoft Office and Adobe products.Experience supporting desktops, laptops, tablets, thin clients, projectors and a variety or peripherals.Applicable experience in a higher education setting.
Additional Comments to Applicants:
Applications are disqualified in the first level of review if they do not meet all Minimum Qualifications listed in this job posting. (Years of experience are calculated based upon numbers of hours worked per week. Example: 2 years of experience working 20 hours per week equals 1 year of experience.) Relevant experience pertains to Minimum Qualifications, Job Summary/Basic Function, and Preferred Qualifications/Knowledge, Skills and Abilities described in this job posting. ASSUMPTIONS ARE NOT MADE at any level of SFCC's Hiring Process if information presented in the application material does not clearly address the Minimum Qualifications, Job Summary/Basic Function, and Preferred Qualifications/Knowledge, Skills and Abilities. Number of pages of application material will not negatively/positively affect your application, however, LACK OF DETAIL may.
Diversity Statement:
As Santa Fe Community College (SFCC) neighbors ancient Pueblo lands, and is a Sanctuary campus in a Sanctuary city, SFCC is committed to attracting and retaining highly qualified and richly diverse faculty and staff. Our students need a community to teach and support them and that represents their diversity. SFCC strives to make our campus a place of safety, inclusion and equity where all individuals from all diverse backgrounds feel welcomed, nurtured and valued. At the heart of SFCC's mission - Empower Students, Strengthen Community. Empoderar a los Estudiantes, Fortalecer a la Comunidad - is a commitment and promise that higher education and opportunity should be open to everyone in our community and to fostering a climate where students can be who they want to be. A place where all within our community belong. A place where you are seen, a place where you are valued, a place where you are respected, a place where you are appreciated. Come join our community!
EEO Statement:
As an EEO employer, Santa Fe Community College will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, serious medical condition or status as a protected veteran or spousal affiliation. Santa Fe Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.
Position SummaryPerforms specialized duties with the assistance of information technology end users. Must be committed to serving a diverse college community. Actively participates in and contributes to continuous quality improvement. This is a TERM (Fixed-Term) position, therefore continuous employment is contingent upon project completion, position funding, and/or position need.Duties & ResponsibilitiesProvide first contact technical support to the SFCC Community over the phone, via email, in person, or utilizing remote tools.Provide first contact support for services, software, and technologies identified in the OIT Service Catalog.Document, track and monitor customers' requests in the OIT ticketing system. Provide follow up to customers' requests to ensure proper response and satisfactory resolution.Coordinate with other OIT team members and departments to resolve customer problems.Troubleshoot and resolve problems to satisfy tickets, work orders, and incidents. Complete necessary research and on the job training to resolve tickets, work orders, and incidents in a timely and efficient manner.Perform diagnostic tests and troubleshooting to identify customer issues.Assist in the development of technical documentation and knowledge base articles effective in quickly addressing customers' requests.Educate customers on procedures for resolving or preventing recurrence of technical problems.Discuss technical issues with customers in non-technical and comprehensible terms, while maintaining a customer service focus.Assists in the creation and implementation of new technology related processes.Ability to evaluate and implement new and replacement technologies.Attend educational programs, workshops, and seminars to learn new developments in the IT industry.Operate, support, and work with equipment, such as smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices.Support and maintenance of audio-visual equipment.Completes OIT related support for large events, such as conferences, graduations, and departmental meetings.Interact with printer vendors for maintenance and supplies.Provide account support for students, staff, and faculty including Active Directory, Banner, Workday, and other systems.Repair or replace non-functional Service Desk hardware.Perform new initiatives, change management, and project duties as assigned.Perform other duties as assigned.Work Hours
8 am to 5 pm Monday - Friday. Weekend and evening work may be required occasionally.Physical Demands
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Approximate percentages of other activities:Standing 40%Walking 20%Sitting 40%Instructions to Applicants:
Please add the following documents to your application in the "Resume Drop Box" section of your application:
ResumeCover LetterUnofficial Transcripts (Official transcripts will be required upon hire.)Best Consideration Date:
[09/24/202]
Minimum Qualifications:
Minimum Qualifications:
High School Diploma or equivalentFour (4) years experience in help desk, customer service, desktop, or applications support, with troubleshooting hardware and peripherals, with basic computer hardware support, basic computer software concepts, Microsoft Office, and Microsoft Windows operating system.Equivalent related experience may be substituted for education on a year-for-year basis.OR
Associate Degree from an accredited institution.One (1) year experience in help desk, customer service, desktop, or applications support, with troubleshooting hardware and peripherals, with basic computer hardware support, basic computer software concepts, Microsoft Office, and Microsoft Windows operating system.Equivalent related experience may be substituted for education on a year-for-year basis.Preferred Qualifications:
MCDST and CompTIA A+ certification.Experience with the installation, configuration and troubleshooting of Windows operating system and other office productivity applications including Microsoft Office and Adobe products.Experience supporting desktops, laptops, tablets, thin clients, projectors and a variety or peripherals.Applicable experience in a higher education setting.
Additional Comments to Applicants:
Applications are disqualified in the first level of review if they do not meet all Minimum Qualifications listed in this job posting. (Years of experience are calculated based upon numbers of hours worked per week. Example: 2 years of experience working 20 hours per week equals 1 year of experience.) Relevant experience pertains to Minimum Qualifications, Job Summary/Basic Function, and Preferred Qualifications/Knowledge, Skills and Abilities described in this job posting. ASSUMPTIONS ARE NOT MADE at any level of SFCC's Hiring Process if information presented in the application material does not clearly address the Minimum Qualifications, Job Summary/Basic Function, and Preferred Qualifications/Knowledge, Skills and Abilities. Number of pages of application material will not negatively/positively affect your application, however, LACK OF DETAIL may.
Diversity Statement:
As Santa Fe Community College (SFCC) neighbors ancient Pueblo lands, and is a Sanctuary campus in a Sanctuary city, SFCC is committed to attracting and retaining highly qualified and richly diverse faculty and staff. Our students need a community to teach and support them and that represents their diversity. SFCC strives to make our campus a place of safety, inclusion and equity where all individuals from all diverse backgrounds feel welcomed, nurtured and valued. At the heart of SFCC's mission - Empower Students, Strengthen Community. Empoderar a los Estudiantes, Fortalecer a la Comunidad - is a commitment and promise that higher education and opportunity should be open to everyone in our community and to fostering a climate where students can be who they want to be. A place where all within our community belong. A place where you are seen, a place where you are valued, a place where you are respected, a place where you are appreciated. Come join our community!
EEO Statement:
As an EEO employer, Santa Fe Community College will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, serious medical condition or status as a protected veteran or spousal affiliation. Santa Fe Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.